Shipping & Delivery Policy

At Interior Secrets, we prioritise delivering your orders with care and efficiency. Our trusted, external carriers are experienced in handling furniture and homewares to ensure your items arrive safely. While rare, if any issues arise during transit, we are committed to assisting you in resolving them promptly and professionally.

If damage occurs during delivery:

1. Document the Issue: Take clear photos of the damage and packaging.
2. Contact the Carrier: Report the issue directly to the carrier at the time of delivery.
3. Notify Us: Email support@interiorsecrets.com.au with your order details and photos to assist with resolving the issue.
   

Interior Secrets offers the following delivery options:

• Standard Ground Floor Delivery: Typically a one-person service for small, non-fragile items delivered to the main entrance on ground level. Customer assistance may be required. Does not include: delivery to your room of choice, unpacking, assembly or rubbish removal. (This service is similar to a typical Auspost delivery.)
• Bulky / Fragile Service: For large or bulky items; our carrier will typically deliver your order with two people. Depending on your location and nominated carrier, customer assistance may be required. Does not include:unpacking, assembly or rubbish removal.
• Above-Ground Floor Delivery: Available only via lift access and subject to prior approval. Stair access is not permitted unless otherwise specified and approved by a representative upon order placement.
  

For tips on measuring and preparing for delivery, view our Delivery & Measuring Guide.

We endeavour to dispatch all orders from our Melbourne warehouse as quickly as possible, typically within 3–7 business days of receiving payment. Delivery times may vary depending on your location and the type of product ordered.

Please keep in mind that lead times may be extended during busy periods, including promotional and sale events.

Small Orders & Non-Fragile / Non-Bulky Items:

• Melbourne (Metro): 1-5 business days.
• Sydney & Adelaide (Metro): 2-6 business days.
• Brisbane (Metro): 3-7 business days.
• Perth (Metro): 5-10 business days.

Large Orders & Fragile Items / Bulky Items:

• Melbourne (Metro): 3-10 business days.
• Sydney & Adelaide (Metro): 6-15 business days.
• Brisbane (Metro): 6-15 business days.
• Perth (Metro): 14-20 business days.

For rural areas, deliveries may take up to 20 business days.

Interior Secrets reserves the right to reschedule deliveries where unforeseen circumstances arise. While we will always do our best to meet your preferred delivery timeframe, specific delivery times cannot be guaranteed. Interior Secrets is not responsible for any loss, cost or inconvenience resulting from delivery delays outside of our reasonable control.

Online Only Items
Certain items listed as Online Only are not stocked in our warehouses and generally have a lead time between 2-3 business weeks. Estimated lead times are provided on the product page, so please consider this when placing your order.

To ensure a smooth delivery experience, customers must:

• Measure access points, including doorways, hallways, and lifts, to confirm the packaged product will fit. Otherwise, return fees apply for failed deliveries.
• Inform us of any potential delivery challenges (specific access, steep driveways, insufficient parking, or pets on property) during checkout.
• Ensure clear and easy access to the property, free from obstructions or existing furniture. Drivers will not be able to move existing furniture.
• We recommend ensuring that floors and other property surfaces are protected prior to delivery. Please note that third-party carriers facilitate our delivery services, and while they take every precaution to handle your items with care, we cannot accept liability for any damage caused to property during the delivery process.

Important Notes:

• Deliveries are typically conducted during business hours.
• Failing to advise of complex delivery requirements may incur additional charges.
• Drivers have the right to refuse delivery if health and safety risks are present. In such cases, items will be returned to us, and the original freight charges will be forfeited as a failed delivery attempt.
• To help ensure a smooth delivery, we recommend having someone available to receive your order and ensure clear access to the delivery location.

For further information, please visit our Delivery & Measuring Guide.

If you are not available to accept delivery:

• Authority to Leave (ATL): Upon order placement, you may authorise the courier or carrier to leave goods unattended should you not be available to accept delivery. This waives liability for any loss, theft, or damage.
  A driver may leave items in a safe area at their discretion if the address is unattended. Liability for theft or damage is not accepted in these cases.
• Missed Delivery: Failed delivery attempts will result in forfeited freight charges, all shipping / return fees, and rebooking fees. If you are not present at the delivery address within your allocated and confirmed delivery slot, our delivery partners will wait for 15 minutes before leaving. All undeliverable orders will be returned to our distribution centre and restocked. To reschedule a delivery, we will contact you to arrange the next available. As your order has already been shipped and is onboard with a driver, delivery costs have been incurred, therefore; Where customers are not in attendance during the arranged delivery window, a charge will be charged for any subsequent redelivery.

You can issue an 'Authority to Leave (ATL) if you notify us prior to the order being shipped. you can authorise the delivery person to leave your items at your address in case you're not present. By choosing this option, you confirm that you have a safe area for the goods to be left. It's important to note that Interior Secrets cannot be held responsible for any loss of goods if you select the Authority to Leave option.

Tracking is only available for Non-Fragile or Non-Bulky Goods items shipped via standard courier services. Fragile or Bulky Goods removalists will not provide tracking or specific delivery dates. Please contact our sales team at sales@interiorsecrets.com.au to confirm tracking options.

• Extended Holding/Storage: Orders held beyond four weeks incur a $90 monthly storage fee, payable upon request. Orders cannot be held for more than four months.
• Delivery Cancellations: Cancellation or rebooking requires 24 business hours' notice and is subject to approval. Cancellation requests are not guaranteed and will incur fees.
• Redelivery: Any last-minute changes to scheduled delivery dates must be requested at least 3 business days prior to your confirmed delivery. Requests made after this timeframe may be subject to a re-delivery fee. If an unsuccessful attempt has been made to deliver into your home, then delivery costs have been incurred. Therefore; Failed delivery due to accessibility issues incurs a charge by the carrier and will be charged for any subsequent redelivery.
• Split Deliveries: Requests to split an order into multiple deliveries will incur additional freight charges.
• Complex Deliveries: Deliveries requiring long walks from parking areas to the property may incur additional charges.

- Incorrect Delivery Address: All undeliverable orders will be returned to our distribution centre and restocked. To reschedule a delivery to the correct address, we will contact you to arrange the next available. As your order has already been shipped and is onboard with a driver, delivery costs have been incurred, therefore; Where customers have provided incorrect delivery details, a charge by the carrier and will be charged for any subsequent redelivery.

Certain products, including Melbourne-Only and Ex-Display Items, have specific delivery conditions due to their size, fragility, or unique nature:

Ex-Display Items:

• Available for pick-up or Melbourne metro delivery only.
• Require in-person inspection prior to delivery being organised to ensure customer satisfaction.
• Sold in "as-is" condition and may show minor signs of wear or use.
• These items are non-refundable and cannot be exchanged unless significantly different from the description provided.

Melbourne-Only Products:

• Due to their fragility or size, these products are restricted to Melbourne metro delivery or pick-up.
• Shipping costs for these items will not calculate at checkout and must be arranged directly with our team.

For both categories, customers must coordinate delivery or collection with our Melbourne warehouse.

Customers may collect their orders complimentary from our Melbourne warehouse:

• Address: 143 Foundation Rd, Truganina, VIC, 3029.
• Hours: Monday to Friday, 10:00am - 4:30pm.

Collections require at least 48 business hours' notice to prepare for dispatch and are subject to approval. Customers will receive an email with their packing slip and collection details.

Once an order has been collected from our premises - either directly by the customer or via an external carrier arranged by the customer - Interior Secrets is not responsible for any loss or damage that occurs in transit.

If you will be away or unable to receive your order, please notify us before dispatch so we can coordinate your delivery accordingly. Orders dispatched to unattended addresses without notice or prior instructions provided upon order confirmation will not be eligible for liability coverage if the items go missing.

The Proof of Delivery (POD) is more than just a receipt of delivery; it is an acknowledgment that the goods arrived intact. Before signing the POD, we recommend following this checklist:

1. Check all cartons for visible damage.
2. Confirm that you have received the correct items as per the POD and delivery order.
3. If there is serious damage to a carton, bring it to the attention of the delivery driver.
4. If there is any damage, take photos of the damage and cartons.
5. Indicate any property damage caused by delivery on the POD, and provide photographs to document the damage.

Once you have inspected the shipment and documented any issues, you can obtain the driver's signature or initials next to your notes about any damaged items or property on the POD. Please refrain from disposing of the cartons until the issue is resolved.

1. Can I specify a delivery date?

• We aim to accommodate delivery preferences but cannot guarantee specific dates. Contact us to discuss your request.

2. What happens if my item doesn’t fit through my door or lift?

• Please measure access points before ordering. Customers are responsible for ensuring the product will fit. Additional fees may apply for failed deliveries due to insufficient access or clear instructions provided upon order confirmation.

3. Can I change my delivery address after placing my order?

• Address changes may be possible before dispatch and is subject to approval depending on whether your order has already been dispatched. Contact us immediately to request an update.

4. What if my product is damaged during delivery?

• Document the issue with photos and report it to the carrier immediately. Notify us to assist with escalation and resolution.

5. Do you deliver to PO Boxes or Parcel Lockers?

• No, we require residential or commercial street addresses for all deliveries.

6. Can I delay delivery of my order?

• Yes, we offer extended holding services for up to four months. Storage fees apply.